- University Master Degree in Life Science or in Economics
- Area of Specialisation: Economics, Operations Management, Supply Chain Management
- The role requires knowledge and practical experience of planning and logistics in the pharmaceutical area. Some technical understanding of the nature of operations is required
Need to be able to understand the complexity of manufacturing operations and its impact on supply plans
Need to be able to understand market dynamics, the public health environment in the constrained supply environment.
A good understanding of supply chain management and parameters (stocks, leadtimes, …) is key.
- Minimum Level of Job-Related Experience required: 5 years’ experience in Supply Chain, Logistics and related activities such as Customer Service, Planning, Stock management, KPI’s, MRP-DRP processes and systems Involvement in sensitive situation ideally related to supply issue generating customer dissatisfaction.
• Strongly customer minded
• Sense of urgency, flexibility and accountability
• Team management skills and personal resilience
• Very good written and spoken English.
• Capability to communicate with production and to customers
• Good Influencing skills to ensure production, release, logistics and regulatory are focused on customer priorities
• Ability to work effectively in collaboration with different departments and countries, multi-cultural awareness is an asset.
• Process improvement minded
• Good understanding of SAP (R/3 & APO)
• APICS or Executive Master in Supply Chain is an asset
The Customer Service Manager for Europe will be responsible to maximize customer satisfaction in his region by managing the vaccines customer orders from receipt to execution with the associated issue resolution management, performance management, stakeholder management and communication. These activities must be aligned with and support Global and Regional Commercial priorities.
In this role the customer is the GSK Local Operating Company at country level.
EU Vaccines business represents 10% of the total Vaccines volume and 30% of the total sales value.
Manage customer order fulfilment
• Manage a team which is responsible to manage the order fulfillment from order creation to the transfer to the Vaccine Distribution team.
• Drive the performance of the EU Customer Service team.
• Develop the EU Customer Service team.
• Drive process improvement initiatives with stakeholders having an impact on supply reliability and communication.
• Use adequate reporting tools to proactively identify potential issues and build solutions and/or escalate.
• Collaborate within the EU team (Supply Managers) and with various stakeholder to optimize the inventory at LOC.
• Negotiate, agree and execute realistic replenishment commitments to the LOC’s in line with the compliance rules (SARBOX, Trade Management…)
• Coordinate priorities with packaging sites and other stakeholders (unless need for global coordination with Product Flow Management team)
• Communicate efficiently with the Vaccines Commercial organization (Global, Regional), with EU Supply Managers, with RA and GIO organization.
• Master the GSK Vaccines and Corporate processes and SAP systems used to manage the replenishment orders and associated planning parameters (VMI, Safety stocks…)
Accountable for stocks of finished products @ GSK sites and LOC’s
• Manage finished products stock levels and working capitals
• Ensure short shelf life batches are managed properly and variations supply in the right sequence
• Propose solutions to avoid write-offs
Build and improve processes to meet customer satisfaction and optimize cash-flow
Ensure on-time communication of dashboard, KPIs and supply risks (SCIM process, Performance Tower communication)
At GSK we provide a supportive working environment, and a range of development challenges and opportunities. We also offer competitive benefits and compensation packages designed to attract and to retain the very best. GSK is proud to promote an open culture, encouraging people to be themselves and giving their ideas a chance to flourish. GSK is an equal opportunity employer.
Once our pioneering treatments have been developed, they are manufactured to the highest standards and distributed across the regions that need them most. Accomplishing this as efficiently and quickly as possible can quite literally be a matter of life and death. So it's no wonder that more than 70% of our talented workforce is based within Global Industrial Operations - the essential business unit that manufactures and manages the entire vaccine supply process, from customer order to product dispatch on a global scale.
As the name suggests, it operates in a multi-national context across more than 17 sites around the world, working closely in tandem with colleagues from a variety of disciplines and professions.
The department is structured in operating units that focus on various aspects of the manufacturing and supply process. These include Industrialisation (overseeing the transfer of production from R&D to a commercial level), Supply Chain Management and Technical Services.